When shopping online, consumers may encounter situations where an offer appears attractive, but the terms are unclear. Clothing, household appliances or products marked as “special offer” are often purchased in haste, without paying attention to return conditions or whether the stated price truly reflects reality.
From 6 March to 30 October 2025, the Consumer Rights Protection Centre (CRPC) assessed distance contract terms used by e-commerce businesses, the information provided to consumers about the right of withdrawal, the availability of withdrawal forms, the indication of prices and promotional prices, and conducted price monitoring.
The results of the distance selling supervision project show that all inspected traders’ contracts contained provisions that did not comply with consumer protection requirements. The most common problems were related to unclear pricing, incomplete information on product returns, and restrictive or contradictory conditions regarding the exercise of withdrawal rights.
Withdrawal Rights – The Main Source of Consumer Rights Violations
Consumers are often not properly informed about their right of withdrawal or face unjustified obstacles. For example, websites may not provide withdrawal forms, refund procedures may be unclear, or misleading information may be given about returning goods.
Complaint statistics confirm this trend:
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From 1 January to 1 August 2025, 56% of complaints received by CRPC (108 out of 192) were related to withdrawal rights.
Before making a purchase, CRPC advises consumers to verify:
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whether the website clearly states the right of withdrawal and provides a withdrawal form;
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whether the terms include provisions that unjustifiably restrict withdrawal (for example, requiring goods to be returned only in original packaging without legal grounds);
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whether the trader reserves the right to unilaterally amend contract terms or change the product after the order has been placed.
If this information is unclear or contradictory, it is a signal to exercise particular caution.
Misleading Discounts and Price Irregularities
During price monitoring, CRPC found that several e-commerce websites manipulated discount practices — applying prolonged sales campaigns, indicating incorrect original prices, and creating a misleading impression of product value. Overall, irregularities were identified in seven out of ten inspected websites.
The monitoring revealed that:
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In 36% of cases, the original product price was indicated incorrectly;
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In 38% of cases, long-term discounts exceeding 30 days were applied.
Consumers often see a “–50% discount” that has actually been in place for several months, creating a false sense of urgency. In such cases, it is advisable to verify whether the price has genuinely been reduced from a real previous price rather than artificially increased before the promotion.
CRPC reminds traders that discounts must not be permanent, long-term, or excessively frequent, as this misleads consumers by creating an unjustified impression that the regular price is exceptional. Clear and transparent price indication enables consumers to make informed decisions and promotes fair competition in the market.
A Call to Consumers
CRPC acknowledges and thanks traders who promptly rectify identified irregularities. The Centre will continue to proactively assess e-commerce terms and conduct price monitoring.
CRPC encourages consumers not only to read distance contract terms carefully but also to retain evidence related to offers, such as screenshots of price promotions, and to report suspected misleading discounts and promotional practices.